Unable to get refund

I am a South African currently living in the UK. I ordered clothes to be delivered to South Africa at the end of January. I gave details for my UK credit card. A day after I ordered the items, I got an email saying in order for my payment to be processed, I need to send a certified copy of my credit card and passport! I emailed back that I am unwilling to do that and asked if I can change my payment online to my SA credit card. I got an email back with details for an EFT. I emailed back to ask of my previous attempt at payment can be cancelled before I pay again. I got no response, so I emailed again asking for my order to be cancelled. My order was then cancelled. 2 days later, the money was taken off my UK credit card! Without me sending my passport and credit card copies. How this was possible if this was apparently the problem in the first place, I would very much like to know. However. Since then I have sent over 15 emails and phoned twice to get the money refunded, but with no success. Who on earth will send certified copies of their passport in response to email requests? And why ask for it if you managed to get the money without it anyway? And can you please just refund it?